Error handling

  • If Data Protection Service shows the status Failed to connect, the module is temporarily unavailable. Click Connect or Recheck connection to try to connect again. If the problem continues, contact Forcepoint Technical Support.

  • If the JSON file is uploaded for the first time, and when you click Connect the connection fails, the status shown is Never connected. This is because the Forcepoint Security Manager has never successfully connected to the Cloud Policy Engine. In this case, it is probable that a Cloud Policy Engine was not created. Contact Forcepoint Technical Support for assistance.

  • When you contact Forcepoint Technical Support, you can share the following files to help troubleshoot the issue:
    • %DSS_HOME%tomcat\logs\dlp\dlp-all.log
    • %DSS_HOME%mediator\logs\mediator.out

      The default location for %DSS_HOME% is C:\Program Files (x86)\Websense\Data Security\. If you cannot find these files at the default location, check with your Forcepoint Security Manager administrator.